Hafslund

With constantly improving technology and better customer awareness the demands towards suppliers are increasing. Hafslund saw the need to be more proactive in their customer care. Clients receiving day-to-day services such as Internet connection, power, district heating and drinking water expect notifications in case of downtime or planned outages.

Hafslund customer storyHafslund is Norway’s largest power grid operator

Hafslund is Norway’s largest power grid operator, a leading supplier of electricity and a major producer of renewable energy from hydropower and district heating. The group is the fifth largest in the Nordic countries in electricity sales and has produced renewable energy from hydropower for more than 100 years.

Need for proactiveness
With constantly improving technology and better customer awareness the demands towards suppliers are increasing. Hafslund saw the need to be more proactive in their customer care. Clients receiving day-to-day services such as Internet connection, power, district heating and drinking water, expect notifications in case of downtime or planned outages. By following up on these expectations in a proactive way, the supplier can significantly cut down time spent on customer complaints and better their brand in the market.

UMS is the primary alert system
UMS’ Address based alert system was chosen because of the well-refined databases and the ability to reach out to inhabitants in the affected area through multiple channels. The system ensures a wide scope of recipients, which helps to maintain good customer service.

Hafslund uses their GIS system to track the affected addresses. After pressing the alert button, the addresses are automatically imported into the UMS platform with all relevant contact information. From there they can create the content of the alerts and choose communication channels with ease. Once an alert is published, the UMS platform handles the dissemination to all selected channels (SMS, voice call, Facebook, Twitter, company web-page and CAP) to residents in the affected area.

Hafslund has used the system in both small and wide-scale live situations and the feedback from both the company itself and the customers has been very positive. Hafslund uses far less time in handling customer complaints and they save time and resources on a daily basis.

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